The player from Germany had reported that his account with Viggoslots was blocked, which he had deemed unfair. He had clarified that his decision to stop playing was due to financial constraints, not a gambling addiction. He also mentioned that €20 had been withheld from him. Despite the player's account being fully verified with previous successful withdrawals, the casino had failed to address his concerns about the outstanding payout. Upon reaching out to the casino, we received no response. Since the casino did not cooperate, we had to mark the complaint as 'unresolved'. We had advised the player to contact the responsible gaming authority - Antillephone N.V. (Curacao).
Viggoslots Casino - Player requests account reinstatement at Viggoslots.
Black points: 40
Amount: €20
Viggoslots Casino
Safety Index:Above averageSafety Index
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6.6
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Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
10 months ago
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11 months ago
Translation
Hello,
Just to clarify upfront, I'm not concerned about the dispute value here, which is only 20€.
My real concern is that Viggoslots has UNJUSTIFIABLY blocked all of my accounts (Viggo, Vasy, Evolve). In my email to Viggoslots, I explained that I am a student and have recently paid off my student loan in one lump sum, which tightens my financial situation to the point where I can't continue playing for the time being. However, this has nothing to do with gambling addiction, which is the point that is seriously irritating me right now. A quick look at my history is enough to prove that I don't have a gambling problem - on average, I only deposit once a month (10-20€), so come on...
I am hereby requesting Viggoslots to immediately unblock all of my accounts. There is no reason for a permanent exclusion. Your interpretation of my email was clearly a misunderstanding.
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11 months ago
Dear fpfeil94,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
- Could you please advise if any funds are being held by the casino?
- Was your account previously verified?
If there's any relevant communication, please forward it to petronela.k@casino.guru.
Thank you in advance for your reply and understanding.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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11 months ago
Translation
Thank you for the fast feedback!
Of course I understand that, it's also about protecting the players, but I was clearly misunderstood and ignored since then, I can't let something like that stand.
Furthermore, money was also withheld, only €20 but I'm definitely not leaving it behind. My account is completely verified and there have already been some withdrawals in advance.
As I said, the same message has been coming over and over again for days, no one has addressed my problem or answered my question about the outstanding payout.
For me it's purely about the principle and not about the amount of money.
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11 months ago
Thank you very much, fpfeil94, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Viggoslots Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.
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11 months ago
Translation
Hello Petronela,
Thank you very much for the quick and positive feedback!
It's a shame how Mountberg bv behaves, but I don't want to open a barrel because of €20. As I said, it was more about the principle, but I don't want to waste your time or mine with it.
If the process isn't too time-consuming for you, then I'd like to clarify the whole thing, but otherwise I'll just end it 🙂
Best regards
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11 months ago
Dear fpfeil94,
I am so sorry to hear you are unable to reopen your casino account. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Viggoslots Casino representative to join this conversation and participate in resolving this complaint.
Dear Viggoslots Casino,
Could you please state why the player is unable to reopen the account?
Thank you in advance for providing the information.
Kind regards,
Stefan
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10 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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10 months ago
Translation
Thank you for your effort!
My emails are now being completely ignored, neither is the account blocked (which I don't care about now, because I don't want to continue playing in this group), nor is my payout, which is still open.
I don't understand why someone would risk a negative review for such a small amount.
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10 months ago
Hello fpfeil94,
I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. The casino can request to reopen the complaint anytime.
In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
In case you need any help, please contact me at stefan.m@casino.guru.
Kindest regards,
Stefan, Casino.Guru
